As the Head of Customer Success Management (Key Accounts), you will be responsible for leading a team of highly specialized CSMs, each managing only 2-3 key accounts. Your role will be to drive strategic customer success initiatives, ensure high-impact project execution, and maintain strong internal alignment across key functions (Key Account Executives, Operations, and Leadership).

You will also personally manage a key account, acting as a role model in implementing best-in-class CSM practices, leveraging the MEDDIC methodology to drive value for clients, optimize internal processes, and enhance operational performance.

Preferred experience

• Coach and upskill CSMs on MEDDIC methodology, QBRs definition, and strategic account planning.

• Ensure CSMs adopt a highly tailored, data-driven approach to drive customer outcomes.

• Foster a customer-centric culture within the team, emphasizing measurable impact on client metrics.

• Drive best practices in internal reporting and performance tracking.

• Own and manage one key account to lead by example in project implementation and customer value creation.

• Work closely with Key Account Executives to align on expansion strategies and upsell/cross-sell opportunities.

• Partner with Operations to optimize internal workflows and ensure seamless service delivery.

• Act as a key bridge between CSMs and the product team, providing structured customer feedback to drive innovation.

• 5+ years of experience in Customer Success Management, with a focus on enterprise/key accounts.

• Expertise in MEDDIC methodology and strategic account planning.

• Proven ability to drive measurable impact on customer KPIs.

• Experience managing a team of CSMs, with a strong coaching mindset.

• Exceptional stakeholder management and communication skills.

• Data-driven and highly analytical, with a structured approach to problem-solving.

1. Manager Interview - Discussion on experience, leadership approach, and strategic thinking.

2. Business Case - Simulation of a key account review, including QBR prep, MEDDIC application, and strategic recommendations.

3. Stakeholder Meeting - Interview with Key Account Executives and/or Operations teams to assess cross-functional collaboration.

4. CEO Interview - Final strategic and cultural fit assessment.